J Service Res


Journal of Service Research, 24(3)



Service Failure and Recovery at the Crossroads: Recommendations to Revitalize the Field and its Influence
Yany Grégoire and Anna S. Mattila [Publisher] [Google Scholar]

Service Research Priorities: Managing and Delivering Service in Turbulent Times
Amy L. Ostrom, Joy M. Field, Darima Fotheringham, Mahesh Subramony, Anders Gustafsson, Katherine N. Lemon, Ming-Hui Huang, and Janet R. McColl-Kennedy [Publisher] [Google Scholar]

To Err Is Human(-oid): How Do Consumers React to Robot Service Failure and Recovery?
Sungwoo Choi, Anna S. Mattila, and Lisa E. Bolton [Publisher] [Google Scholar]

Revisiting the Age Construct: Implications for Service Research
Volker G. Kuppelwieser and Philipp Klaus [Publisher] [Google Scholar]

Do Customer Discounts Affect Frontline Employees?
Cord-Christian Troebs, Tillmann Wagner, and Walter Herzog [Publisher] [Google Scholar]

Assessing the Effects of Service Variability on Consumer Confidence and Behavior
Clay M. Voorhees, Jonathan M. Beck, Praneet Randhawa, Kristen Bell DeTienne, and Sterling A. Bone [Publisher] [Google Scholar]

Employee Reactions to Preservice Tips and Compliments
Raymond Lavoie, Kelley Main, JoAndrea Hoegg, and Wenxia Guo [Publisher] [Google Scholar]

When Heroes and Villains Are Victims: How Different Withdrawal Strategies Moderate the Depleting Effects of Customer Incivility on Frontline Employees
Yumeng Yue, Helena Nguyen, Markus Groth, Anya Johnson, and Stephen Frenkel [Publisher] [Google Scholar]